FAQs

Mattress Information

What is a hybrid mattress?

A hybrid mattress consist of foam, latex, and springs to offer optimal support and comfort.

DuuDuu mattresses feature layers of HD foam, latex, and individually wrapped coils for enhanced motion isolation and durability.

Where are DuuDuu products made?

DuuDuu mattresses and pillows are made in Malaysia.

How firm is the DuuDuu Quokka mattress?

Our mattresses are a level 6-7 for firmness (medium).

We have designed it for people who like a plush mattress with good support, perfect for side sleepers and back sleepers.

Think of it as a supportive hug for your back, ensuring you wake up feeling refreshed and ready to conquer the day!

Can I change the firmness of the mattress?

DuuDuu mattress is designed with simplicity in mind, so the firmness level cannot be adjusted by unzipping or opening it.

We believe in delivering a product that meets your needs right from the start, without adding unnecessary complications to your life.

This way, you can focus on enjoying restful, comfortable sleep without having to worry about changing or altering your mattress.

Currently, the Quokka mattress comes in a MEDIUM firmness level (that's a cozy 6-7 on the firmness scale).

Are DuuDuu mattresses suitable for all body types and sleeping position?

We do not judge body types!

DuuDuu mattresses are designed to provide balanced support for a wide range of body types, ensuring a comfortable night's sleep.

Our Quokka range is especially well-suited for side and back sleepers, as it provides excellent pressure relief for the shoulders and hips while promoting proper spinal alignment.

However, for stomach sleepers, this mattress may not offer the optimal level of support needed to prevent lower back strain.

We recommend side and back sleepers for the best sleep experience on a DuuDuu mattress.

Do I need to flip or rotate the mattress?

DuuDuu mattresses are made of different layers of materials.

The top layer being HD foam, then latex and eventually springs at the bottom of the mattress.

If you were to flip it, the springs will be on the top where you will sleep.

This is the reason why we do not flip DuuDuu mattresses.

However, it is recommended to rotate the mattress every 6 months.

What is the weight limit for a Duuduu mattress?

Our mattresses support up to 250kg, making them suitable for single sleepers or couples.

What sets DuuDuu's mattress apart from other mattresses?

Duuduu mattresses are a composition of different layers of components with individual functions.

It provides:

No more sweaty nights
Posture support
All-night pressure relief
Weight-responsive adaptation
Non-flip design: Enhances motion separation and eliminates the need to flip mattress for greater convenience

Check out what makes our mattresses great here.

We do not use memory foam in our mattress.

How do I unpack/decompress my mattress order?

We provide all mattress orders with our special cutter and a friendly set of instructions. We advise you to use this cutter to carefully remove the layers of the sealed vacuum bags.

Do not use scissors or other sharp objects as these may cause damage unto the mattress.

The mattress can be unrolled swiftly (imagine the act of unrolling an inordinately large paper roll) once placed on the bed frame.

How long does it take for the mattress to decompress?

The mattress is compressed for the shipping and delivery. It will need some time to return to its original shape. The mattress typically takes its full shape within 48-72 hours.

In very rare cases, it may take up to 7 days for it to reach its original size.

Note: Sleeping on the mattress immediately does not affect it decompressing to its normal size.

What is a suitable surface for the DuuDuu mattress?

Mattresses should be laid on flat surfaces, like timber slat bases.
There should be proper ventilation for the mattress.
Hard flooring is not ideal for a long period of time as your mattress requires proper ventilation for its shelf life to extend.
DO NOT put the mattress on any curved surfaces.
Gaps on slats exceeding 10cm will not provide a good support for your mattress

Note: Avoiding proper mattress ventilation especially on hard flooring may void your warranty.

Can I sleep on my DuuDuu mattress straight away?

You can jump right into it as soon as you open it up, however, you won’t be able to feel its optimum comfort level right away. Give it up to 48 hours for optimum comfort and benefit of the mattress.

How long can I keep my DuuDuu mattress in its packaging?

We recommend that you open it up within 2 weeks of receiving the product.

This is to ensure your product is still “fresh” and the integrity of the mattress is at its optimum.

Can I put the mattress back in the box?

The simple and short answer would unfortunately be 'No'.

The mattress is compressed and vacuum-packed for ease of transportation during the shipping and delivery process. In order to return the mattress to the box, you’ll need a special machine and it can only be done in our factory.

I had a minor accident and my mattress is stained. How do I clean it?

Immediately wipe any stains with a damp cloth. You can also use a drop or two of eucalyptus oil or tea tree oil to wipe down the stains with your damp cloth. Do not wet the mattress with excess water and ensure your mattress is dry before putting on your bed linen.

Alternatively, you can get our mattress protector for extra protection!

Can I use this mattress on an adjustable bed?

DuuDuu mattresses are not compatible with adjustable beds.

Using the DuuDuu mattress(es) on an adjustable bed will regrettably void your warranty.

100 Night Trial and 10 Year Warranty

What is the 100 Night Trial?

Our 100 Night Trial is a risk-free way for you to experience the comfort of our products. When you make a purchase, have the mattress delivered to your home and try it out for 100 nights.

During this time, if you find that it doesn't meet your expectations, you can return it hassle-free for a full refund or exchange. It's our commitment to ensuring you are completely satisfied with your purchase.

How soon can I return my mattress?

When you purchase any DuuDuu product(s) from our website, you're automatically enrolled in our 100-night trial.

We recommend giving our comfort-packed DuuDuu products, a fair go for at least 21 days to allow your body ample time to adjust. However, if you find that it's just not the perfect fit, no worries! Simply email us at admin@duuduu.com.au to process your returns.

For mattress returns, please ensure they are appropriately bagged for transportation. We suggest retaining the original plastic wrap until you're fully satisfied with your purchase, ensuring a hassle-free return process after a fulfilling 100 nights of rest.

Read more here.

Note: The 100 night trial is valid for one mattress per household. We suggest buying one mattress and giving it a go before making further purchases.

What happens once I submit a return request?

If you are not completely satisfied within 100 nights of sleeping on your new mattress, you are entitled to a refund.

Once your mattress has been collected by Soft Landing or one of our charity partners, your refund will be processed.

We never resell a used mattress. Your original mattress will be donated to charity to help those in need or recycled.

Collections can take up to 10 business days or more, depending availability to pick up your mattress during business hours.

Collection addresses with access restrictions or that fall outside of metro and regional cities, may make it difficult for our partner charities to collect your mattress. In these instances, our customer service team will work with you to help facilitate your return.

For all returns, your original purchase receipt is required in order to process your refund.

Any mattress that has mould, dirt, stains, smells, or bed bug infestations are no longer eligible for a mattress return nor replacement.

Note: We will only pick up mattress(ses) from the original delivery address as stated in the proof of purchase

What does the mattress warranty cover?

Who is Covered:

This warranty extends to customers of DuuDuu who can provide proof of purchase.

We will need your:

1. Proof of purchase

2. Photos of the faulty mattress and its label

We will review your claim thoroughly and process your warranty. To initiate a claim, please email admin@duuduu.com.au

The warranty applies from the date you purchase the item and will NOT restart from the date of replacement.

Coverage:

This warranty covers defects in workmanship and materials of the mattress that has been used under normal domestic conditions and in accordance with our FAQ.

Specifically, it covers deterioration leading to a visible indentation greater than 30mm, provided it hasn't resulted from improper foundation use as detailed in the FAQ.

Exclusions:

The warranty does not cover:

Normal softness increase not affecting pressure relief.
Comfort preference. Our mattresses are rated medium firm (6-7 on the firmness scale).
Commercial use, e.g., Airbnb.
Damage from physical abuse, stains, burns.
Bed bug infestations due to poor care.
Mould of any kind.
Claims by anyone other than the original purchaser.
Size exchanges in bundle deals. We advise buying one mattress initially.

Commencement:

The warranty begins on the mattress's delivery date and extends for 10 years from that date. Retain the receipt for claim purposes.

Return Process:

If a claim is made, evidence will be evaluated by DuuDuu.

If covered, the mattress will be repaired or replaced, and shipping costs for the first claim will be covered.

The warranty period does not restart but continues from the original purchase date.

Disclaimer:

DuuDuu reserves the right to offer a similar replacement if the original item is discontinued. The warranty does not cover delivery costs for subsequent claims.

Please note that the terms and conditions of this warranty are subject to change at the discretion of DuuDuu.

Delivery and Setup

Is delivery Free throughout Western Australia?

We offer FREE DELIVERY in Western Australia for all products purchased on the DuuDuu website.

What is the delivery time in Western Australia?

The usual delivery time is between 1-3 working days.

We do not delivery on weekends or public holidays.

The delivery times can be affected for shorter weeks with public holidays in between.

DuuDuu also offers fast and free next-business day delivery within the WA Metro zone for orders placed before 12pm (business days).

For areas outside the metro Perth area, deliveries can take up to 5 working days.

Deliveries to the following areas are between Wednesdays to Fridays:

Alkimos (6038)
Avon Valley (6084)
Barragup (6209)
Brigadoon (6069)
Bullsbrook (6084)
Canning Mills (6111)
Cardup (6122)
Clifton (6211)
Cullacabardee (6067)
Eglinton (6034)
Garden Island (6168)
Herron (6211)
Keysbrook (6126)
Neerabup (6031)
North Yunderup (6208)
Nowergup (6032)
Oldbury (6121)
Pearce (6084)
Pinjar (6065)
South Yunderup (6208)
Two Rocks (6037)
Walyunga (6084)
Yanchep (6035)

Do you offer same-day delivery?

DuuDuu also offers fast and free same-business day delivery within the WA Metro zone for orders placed before 12pm (working days).

Please select premium charge upon check out for this service.

This charge comes at a fee of $100.

Do you deliver on weekends or public holidays?

We work normal business days, Mondays to Fridays and are off on the weekends and public holidays.

Therefore, we do not deliver items on weekends or public holidays.

Sorry, if this was to cause any inconvenience to you.

What happens if my packaging is damaged or lost in transit?

Please contact us at admin@duuduu.com.au if your product is lost.

If the packaging is damaged, do not worry too much about it as sometimes it may be roughly handled during transit.

The product inside the packaging should still be intact and fine.

Do you provide delivery to the Eastern States eg. Queensland, Victoria, NSW, South Australia?

We can deliver to the Eastern States.

There are delivery charges for delivery to the Eastern States.

Please email us at admin@duuduu.com.au if you'd like for us to quote you on this.

Can I choose my own delivery date instead of having it delivered the next business day?

Yes, of course you can pick your own delivery date.

There is an option for that before check out.

How does the mattress arrive (compressed/rolled)?

Our mattresses are vacuum-sealed and rolled into a compact box for easy transport.

Once unpacked, the mattress expands to its full size within a few hours.

It is recommended you open up the mattress on top of your bed frame.

Is setup easy, or do I need help?

Setup is easy.

Simply unbox, unwrap, and allow the mattress to expand.

We have provided you a special mattress cutter to help you unseal the mattress.

Please use this cutter and avoid using a penknife or any sharp objects to unseal the mattress.

Damage to your mattress caused by using the wrong tools to unseal will void your warranty.

I found a cutter in the package, what do I do with it?